Can't believe that this is the best way to serve the clients
I delivered a job last night (24 hours ago). The client followed up this afternoon requesting a bit of an adjustment in tone. I received a notice of Revision Requested at 4:43pm. I went ahead and filled in the amount I was going to charge (approx 1/5th of the original fee), and received this message:
Approval required
Thank you! A member of Mr. Bunny's entourage will review this revision request ASAP. We'll get back to you very soon so that you can begin work on this revision promptly.
--
I go ahead and record the revision...just waiting for approval to submit it. However...that never comes...but:
Two hours pass. The client follows up again with another revision...though, not really. Just more of a clarification that they would like it to be really conversational. But another revision request comes thru. And I again fill out that same amount I had stated earlier. And AGAIN, I get the same message:
Approval required
Thank you! A member of Mr. Bunny's entourage will review this revision request ASAP. We'll get back to you very soon so that you can begin work on this revision promptly.
__
Now, it's 6 hours since the original revision request, And 4 hours since the followup. I re-recorded AGAIN with the more conversational direction in mind (4 takes) and have been waiting ever since about 7:30 for a response. It's a Friday night, and experience tells me it may be awhile. I will soon be heading to bed.
It's hard to believe this is the best Customer Service (or whatever department is involved here) can offer. We are simply talking about approving a rather small amount of money for my time, and I'm guessing the customer has no idea that this delay has nothing to do with me anyway...since I almost always deliver work very quickly. But...not this time.
So, the work waits...ready to be sent out. But I cannot do so.
Just thought you should know how this looks and feels from the talent's perspective.
C-
UPDATE: 12 more hours have passed. I have received two of your "Our client is waiting for your revision" emails.
The job STILL has a status of Approval Required, so nothing is able to be submitted at all.
And yes, I notified Support of this an hour ago by replying to one of the emails.
Please tell me this is not the way things are supposed to work.
You look bad. I look bad. This needs to be addressed.
*sigh*
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Hi Chuck
These emails are normal and you can ignore it if you've already completed your actions. When we are in need of approval of a fee, especially when it's during the weekend, our response can get delayed. However, keep in mind that our clients do know that revisions take around 24 hours to be delivered and are informed about this time prior to even sending the revision. On Friday afternoons and during weekends, we may take around 6 - 8 hours to respond so we'd appreciate if you can be patient with this.
Just sending in the request is enough so no need to follow up via email. I'd suggest this only if you've been waiting for around 12 hours.
Hi Angela,
NINETEEN hours transpired between the revision request and finally receiving the approval to proceed.
If that's satisfactory to you, that's your choice as a company. I see it differently...which is why I took the time to bring it up.
Thanks! Have a great day.
best,
C-
Thank you for sharing the time it took, Chuck.
As mentioned, it usually takes us up to 8 hours so I'll share this case with our team as well to see what could've happened and caused said delay.
Thank you!
Thanks for being there to listen, Angela! 🙂
Anytime, Chuck! This is why I'm here.